Home Forums Discussions General Discussion What do you want Harris Leadership to know

I've been asked to "Share the Customer Perspective," at an upcoming talk at Harris's healthcare leadership conference.

Want to share some perspectives that I can pass on? Any information, thoughts, videos, and/or photos that help constructively articulate your perspective would be helpful!

Thanks!
Jon

From a 62 y/o family physician who has used AC at a fraction of its potential, I have to say that I have been very pleased with the product at the price.
I'm pleasantly surprised that I haven't felt compelled or needed to change my EMR, as so many of my colleagues have had to do over the years that I have used AC.
ACZ

To have any future, Harris and AC need to incorporate AI into AC. It's already being done by E-clinical. You set your iPhone next to the patient who came for a follow-up on, let's say, DM, hyperlipidemia, and HTN, needing refills and labs. You talk about yesterday's Super Bowl among other things. The patient tells you their BP and BS readings. You say, 'I am refilling your meds today, and we are drawing these labs.' You stand up and leave. Your note already reflects BP and BS logs, HPI, etc., refills sent, labs ordered. No Super Bowl talk in the note. Technology is already there. Harris just needs to lift its corporate [censored] and spend some money.

Why can't I say A.S.S. here?









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What would I like Harris leadership to know?

As users of a Harris EMR, our futures are tightly connected to the future of the company. We spend all day working with your product, and we rely on it for our professional success. We need you to continue to develop, improve, and support it. You need us to feel that the EMR is an asset to our practice, and to spread the word that it is a great product. A static, outdated program will not serve any of us well. Nor will one that keeps up with various mandates and programming requirements without true improvements in the user experience.

Toward that end, we need to communicate. In both directions. Harris needs to inform us about the development process and the overall trajectory and goals that you have in mind for the product and for its users. Harris also needs to actively seek out our opinions on the current and future state of the product. How can you know which of our needs are being met (and which are not) without a proactive effort to learn about our experience?

Harris has some great employees. Committed, smart people with good ideas and good intentions. Leadership needs to give those people the resources they need to identify and implement improvements in the development process, in the EMR itself, and in delivery of support.

Help us track down the biggest pain points in daily use. For me it's still random once every 2-3 week crashes and .net errors. I think it's a matter of server version, .net version, windows updates. Would like a known good configuration that we could emulate (what do they run on cloud?)

I don't really need new features, but maybe a few critical ones, just ask us.

Communicate. Feeling forsaken is what makes me look at other EMRs.

@Mnemonic: You can say ASS

This is actually a really good point.
Back in the early days, as we struggled to adapt to the EMR, the "pain points" were obvious. Now we have gotten accustomed to them. So much so that it can be hard to identify the things that are challenging or even just annoying. If we let ourselves focus on these things everyday, we would go nuts. It can be tough to take a step back and figure out what really needs improvement.

That may actually drive some of the LACK of response to users to the question "what do you need".

Ditch New Crop, Surescripts and any third party bottlenecks. Not sure why even to get my own prescribed drug history should take about 40 seconds. At least 60 seconds to confirm e-Rx prescriptions. Surescripts is better by comparison in getting Rx from other providers into the medical record.

You can't ditch SureScripts. It is the main backbone of all of eRx. It is like the internet, while Allscrips and NewCrop, etc. are similiar to what takes your computer to the internet. I don't think AC will be getting away from NewCrop in a while. But you have to have some type of NewCrop or eRx won't work.

Harris is working on all of this. Stay tuned. It should get fun.

If I sat down with a notepad and went through my day; I would like come up with dozens of small things that I would like to see improvements in but honestly - overall, where I would like to see improvement is in the aesthetics and layout.

The burden of being married to an Art Director for a major marketing company is seeing things through the lens of an artist. And the reality is; pretty and shiny sells and we will excuse the subtle problems and limitations in a system that we find pleasant and palatable. We joke around in our clinic when things go wrong; Is it being AMAZING? And we giggle.

In all reality, we all secretly love the ease of the charting system. And it's honestly a fairly robust product overall that we are comfortable with and have found our way to work around any of it's shortcomings. But as the Office Manager; it's lacking in a lot of the basic functions that I need from it like inventory options, more diverse population functions, a more intuitive record release and referral options, and tailoring to our specific patient needs......but I think those things are manageable given how deeply entrenched we are in Amazing Charts and with the recent addition of Updox.

The overall encounter experience is pretty polished for us. It's the ancillary services; orders, labs, referrals, release records, transitions of care, and the overall aesthetic that I would love to see y'all focus on. But that's just the thoughts of an Office Manager that walked into dysfunction that's also married to an artist.

@Sabbath,

Funny that you mention that. I have been talking about the overall look and formatting for years, but it seems to be function over form forever. The formatting of the note could be much better. Even changing the color of the GUI every five or six years would be cool.

But, overall, it is the formatting that could be improved in a lot of areas.

I agree about the "looks" especially the printed orders page. You can't even read the heading that shaded in grey if you fax it!